Technical Support Advisor

Company: Omnicell
Location: Cranberry
Posted on: March 17, 2023

Job Description:

Technical Support Advisor The Technical Support Advisor will provide front-line user support for tools, technologies and products. In this role, you will solve a wide range of problems across Omnicell's broad technical services environment. The focus is to deliver support and solutions to Omnicell customers while serving as an advocate for customer needs. You're interested by the way things operate and can figure out how technology works when things go wrong. You can multitask across systems and applications, analyze, isolate and resolve a variety of technical issues and comfortably navigate a technical environment to solve for a better way. You will act as the voice of the customer leveraging the company value of relationships matter to be the care provider's most trusted partner. The team provides support on a 24/7/365 basis. A suitable candidate is a passionate transformer who could multi-task and utilize both written & verbal communication skills to help our range of customers resolve their technical issues. You're not only here to help fix technical issues, but also provide an outstanding customer experience. You stay focused on aligning the highest-level company priorities with effective day-to-day operations. Responsibilities Support customers through troubleshooting support inquiries across a broad spectrum of products and supporting triage on behalf of customer Listen to customer and use your technical expertise, creativity and intellectual curiosity to meet their needs Provide support across multiple channels including web requests, phone, follow-up service tickets, etc. (the amount of time will vary based on operational needs) Be a voice and advocate for our customers when something doesn't feel right Develop detailed knowledge about specific product lines and features Actively seek solutions to customer needs, communicating trends to leadership and suggesting innovative solutions focused on the customer experience Close teamwork and interaction with Field Service, Operations, Sales and Service Supply Chain organizations Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges Required Knowledge and Skills Experience supporting customers via phone, e-mail, chat, and/or in person Passionate transformer for customer service and ownership of the customer experience including issue resolution Able to self-manage and work independently in a fast-paced, continuously changing environment Effective time management including ability to multi-task, organize and prioritize Able to research and grasp technical information across multiple applications while talking with customers Ability to document technical customer issues into notes that are consumable by other users Collaborate with other team members to resolve customer issues, problems or concerns on a timely and effective basis Proven success in a fast-paced support environment Ability to deal with adversity while still delivering to expectations Intellectually curious and gravitates towards tools and resources that enrich you Available to attend required training on a fixed schedule during first shift hours 5% Travel Basic Qualifications Associate degree or technical certification in Computer Science, Business, or related field/technologies. * or- Minimum of 2 years' experience in a customer support role working with computer hardware/software troubleshooting or high-volume contact center (20+ calls per day) Preferred Knowledge and Skills Experience in the healthcare industry is preferred Certification in Microsoft (MCSA), ITIL Foundation, HDI Technical Support Professional or similar certifications Basic knowledge of SQL (advanced scripting, database back-up & restores) Basic understanding of computer systems, computer hardware, software, and networking troubleshooting and SaaS support Familiarity with remote desktop applications and help desk software To protect our employees, partners, and customers, Omnicell requires most U.S. employees to either be fully vaccinated for COVID-19 or obtain approval from Omnicell for an exemption and accommodation for a medical condition or a sincerely-held religious belief or practice.

Keywords: Omnicell, Erie , Technical Support Advisor, Other , Cranberry, Pennsylvania